Note: you're not contacting eBay by posting on these boards. They are public forums on which any eBay member can post, and the responders are, like you, fellow eBay members who give voluntary helpful advice and information. (The standard of help is usually well above the type of cut-and-paste help provided by eBay customer service.)
You are covered by eBayโs Money Back Guarantee โ but only if you do exactly what is outlined in the MBG policy. eBayโs refund system is entirely bot-driven.
Posting on these public boards is not the way to go about it. It would be the same as if you walked into a Chess Club and demanded a refund on the punnet of rotten blueberries you just purchased from Woolworths.
Here is the link about the MBG on eBayโs Help pages: https://www.ebay.com.au/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-pol...
I suggest you ask for a refund rather than an exchange. You probably bought from a Chinese eBay seller; they are notorious for stringing along buyers until the window for refund is closed.
Don't close the request. If you close it, it cannot be reopened.
